The shop refuses to repair, replace or refund

Direct answer

Across the EU you have a two-year legal guarantee: if a product is faulty, the seller (not the manufacturer) must repair or replace it, and refund if that fails. Put the complaint in writing to the seller first. If they refuse, MCCAA — Uffiċċju għall-Affarijiet tal-Konsumatur (2395 2000) is the consumer body in Malta that advises and mediates. For a seller in another EU country, Ċentru Ewropew tal-Konsumatur Malta (ECC Malta) (2122 1901) handles it for free. The last step is Tribunal għal Talbiet tal-Konsumaturi — the dispute board or small-claims route.

Call firstMCCAA — Uffiċċju għall-Affarijiet tal-Konsumatur

Report toĊentru Ewropew tal-Konsumatur Malta (ECC Malta)

If that failsTribunal għal Talbiet tal-Konsumaturi

🗣️ What to say

"I bought [product] on [date], order [number]. It is faulty: [what]. Under the legal guarantee I ask you to repair or replace it within 14 days, or refund €…. Please confirm in writing."

🪜 Step by step

Write to the sellerE-mail with the order number, the fault, photos, and a 14-day deadline. The seller is responsible, even if they point you to the manufacturer.
Know your rightTwo years legal guarantee EU-wide; in the first year the fault is presumed to have existed at purchase. Online purchases can also be returned within 14 days for any reason.
Ask MCCAA — Uffiċċju għall-Affarijiet tal-KonsumaturThey confirm what you can demand and often write to the seller for you.
Cross-border? Ċentru Ewropew tal-Konsumatur Malta (ECC Malta)The European Consumer Centre handles disputes with sellers in another EU country, Norway or Iceland, free of charge.
Escalate to Tribunal għal Talbiet tal-KonsumaturiA dispute resolution body or small-claims court; decisions are usually binding on the seller.

📇 All contacts

MCCAA — Uffiċċju għall-Affarijiet tal-KonsumaturAdvice, mediation, enforcement against tradersWhen the shop refuses📞 2395 2000 🔗 mccaa.org.mt/Section/Content?contentId=1102

Ċentru Ewropew tal-Konsumatur Malta (ECC Malta)Free help with sellers in other EU countriesSeller in another EU country, Norway or Iceland📞 2122 1901 🔗 eccnetmalta.gov.mt

Tribunal għal Talbiet tal-KonsumaturiDecides claims up to €5,000; free for the consumerAfter a written complaint without a solution🔗 mccaa.org.mt/Section/Content?contentId=1148

❓ Frequently asked

Repair, replacement or money back — who chooses?

You ask for repair or replacement first; the seller may pick the cheaper one if it is not a burden for you. If that fails or takes too long, you can ask for a price reduction or a full refund.

The seller says the warranty expired

The manufacturer's warranty is a bonus. The legal guarantee is two years from delivery and cannot be shortened by the shop.

Can I return something I just do not like?

Online and door-to-door purchases: yes, 14 days, no reason needed. In a physical shop: only if the shop's own policy allows it.

📎 Sources

Last checked: 2026-09-26

🔎 Common searches

Recognise your own search? The answer above covers all of these.

“shop refuses refund Malta”
“consumer rights faulty product Malta”
“legal guarantee 2 years”
“complaint against webshop”
“consumer authority Malta”

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Related questions

Your tools for Malta

Before it goes wrongCan I?What is allowed, what is not, which permit you need — with the official source.Energy · MaltaElectricity & gasThe rules that protect you as an electricity and gas customer in Malta, and who to contact. Every fact is checked on an official source.Recognise it firstIs dit veilig?Check a phone number, website or message against 47,000 scam dossiers.

📦 The shop refuses to repair, replace or refund — who helps?